Customise Admin email and customer emails

Hi,

I’m trying to customise the look of both the admin email and the customer email and also wanting to pull additional user info into the admin email (such as billing company etc.), but am having no luck. I’ve sent numerous messages via the live chat (which always seems to be offline) and have only ever had one response which didn’t help.
Am unfortunately almost at the point of wanting a refund as support is surely an important part of a paid for plugin?